making excellence a national characteristic of scotland copyright © quality scotland foundation...

Making excellence a national characteristic of ScotlandCopyright © Quality Scotland Foundation Copyright © EFQM

Quality Scotland

Overview of EFQM Excellence Model

Ann Pike – Head of Business Development, Quality Scotland


www.qualityscotland.co.uk @qualityscotland Quality Scotland

Who are Quality Scotland?

• Official home and National partner of EFQM Excellence model in Scotland

• Our mission is to ‘Make Excellence a National Characteristic of Scotland’

• Established in 1990, we work with over 200 members across all sectors to achieve business improvement

• We own the Intellectual Property Rights for the usage of the model in Scotland


QS Reach

Private Sector Members

Private Sector Members

Organisation Board Members

Organisation Board MembersIOD Board

MembersIOD Board Members

IODIOD

PRIVATE SECTORPRIVATE SECTOR

Housing Associations

Colleges Colleges

PUBLIC SECTORPUBLIC SECTOR

QS Local Authority

members x26

QS Local Authority

members x26

Local Authorities

x 32

Local Authorities

x 32

CPPs members

of QS

CPPs members

of QS

CPPsCPPsImprovement Service

Improvement Service

Government Board Members

Government Board Members

TSI x32TSI x32Local

Authorities x 32

Local Authorities

x 32

GovernmentGovernment JITJIT

COSLACOSLA

Zero Waste Scotland

Zero Waste Scotland

EducationEducation

Scottish Enterprise

Scottish Enterprise

SCVOSCVO

NHSNHS

NHS Health Scotland

NHS Health Scotland

NHSNHS

Education Authorities Education

Authorities Local

Authorities x 32

Local Authorities

x 32

Scottish Enterprise Board

Members

Scottish Enterprise Board

MembersScottish Enterprise

MembersScottish Enterprise

Members

SBCSBC Member organisations across all 3 sectors

Member organisations across all 3 sectors

IiPIiP IiP member also QS member

IiP member also QS member

VSN Member

VSN Member

Individual VSN Member Organisations

Individual VSN Member Organisations

Organisation Board members

Organisation Board members

CEMVOCEMVOCEMVO Member Organisations

CEMVO Member Organisations

Social Enterprise Academy

Social Enterprise Academy

SEA Member OrganisationsSEA Member Organisations

THIRD SECTORTHIRD

SECTOR

VASVASTSI’S x32TSI’S x32TSI own member VO

TSI own member VOGovernmentGovernment

SCVOSCVOSCVO Members

SCVO Members

QS Members members of SCVO

QS Members members of SCVO

SCVO Members non members of

QS

SCVO Members non members of

QS

Gov’tGov’t

CRNSCRNSZero Waste Scotland

Zero Waste Scotland

Gov’tGov’t

Local Authorities

x 32

Local Authorities

x 32



The History of EFQM

• Founded in 1989• Foundation set up from team of experts from industry and

academia• Key objective over time- increase competitiveness of European

Organisation and support sustainable development of European economies

• Created an Excellence model to be used by any organisation regardless of size or sector

• Based around set of values-1st expressed in European Convention on Human Rights (1953) & European Social Charter (1996)

• Adapted and evolved to reflect changes in Global marketplace• Used by over 30000



The EFQM Excellence Model offers

• A holistic approach to quality management• A focus on continuous improvement - both strengths and

areas for improvement• A management framework - applicable in all sectors and

sizes of organisation• A practical & non-prescriptive framework • A common language - Team meetings, project management,

collaboration across teams, integration with partners and cultures

• A means to determine how different tools and techniques fit together/complement each other


8 Fundamental Concepts

+

9 Criteria

+

RADAR

The EFQM Excellence Model 20133 components



The Fundamental Concepts of Excellence


Take ActionTake Action Measure Impact

Measure Impact

Model Dynamics


RADAR Logic

Define the RESULTS you want to achieve

Develop the APPROACHES that will

deliver these results

Systematically DEPLOY the approaches

ASSESS the impact and REFINE based on

analysis and learning



RADAR – Using with the Enablers

APPROACH: Sound Integrated

DEPLOYMENT: Implemented Structured

ASSESSMENT AND REFINEMENT: Measurement Learning & Creativity Improvement & Innovation

Enablers• Leadership• Strategy• People• Partnerships &

Resources• Processes,

Products & Services


RESULTS: Relevance and Usability

Scope and Relevance

Integrity Segmentation

Performance Trends Targets Comparisons Confidence

RADAR: Using with Results

Results:Customer, People, Society, Business


1 Leadership

1a 1b

1c1d

1e

5 Processes, Products &

Services

5b5a

Criterion parts

Guidance points (what excellent

organisations do)

Structure of the Criteria: Enablers

5d5e

5c


6 Customer

Results

7 People Results

8 Society Results

9 Business

Results

6a(75%)

Perceptiondata

7a(75%)

Perceptiondata

8a(50%)

Perceptiondata

9a(50%)

Business Outcomes

6b(25%)

PerformanceIndicators

7b(25%)


8b(50%)


9b(50%)

Business Performance

Indicators

Criterion Criterion parts

Structure of the Criteria: Results



Reflecting the Enablers in the Results


Why customise?

Want to make the EFQM Excellence Model accessible

Use language that relates directly to the sector

It is important to note that: The language and appearance of the Model can be customised

The structure and meaning, including the weightings of criteria, cannot be altered

Customisation of the EFQM Excellence Model


EFQM to PSIF

Public Service Improvement Framework

Investors in People

CustomerService

ExcellenceBest Value

EFQM Best Value

Public Service Improvement Framework(PSIF)

Investors inPeople

Customer Service

Excellence

European Foundation for Quality Management(EFQM)

+

is an evidence-based self assessment model incorporating

which delivers on other inspections and audits



The Public Service Improvement Framework


Customised Models


Cedar Foundation St Mary’s College “Building Better Futures”



Initiative Overload



Strategy & Initiatives fitting into the Model



Thank you


Quality Scotland28 Drumsheugh GardensEdinburgh EH3 7RN

0131 225 5765

[email protected] Scotland is a registered Scottish Charity, No. SCO40316

Copyright disclaimer. All rights reserved.No part of this work may be copied, reproduced, distributed, revised, modified or adapted without the prior written consent of Quality Scotland Foundation. Licences issued by the Copyright Licensing Agency or any other reproduction rights organisation do not apply. If any unauthorised acts are carried out in relation to any copyrighted work, Quality Scotland Foundation reserves its full rights to take any further action required.

Copyright in this work is owned by Quality Scotland Foundation and the European Foundation for Quality Management (“EFQM”). Where the copyright in the work is owned by EFQM, it is clearly indicated as such. If not indicated on a specific slide, copyright is owned by Quality Scotland Foundation. Additionally and specifically, Quality Scotland Foundation acknowledges the ownership and copyright by EFQM with respect to the EFQM Fundamental Concepts, Excellence Model and RADAR referenced in this work and the graphics and words associated with them. In accordance with sections 77 and 78 of the Copyright Designs and Patents Act 1988, Quality Scotland Foundation and EFQM assert their rights to be credited in respect of the works. Any reproduction of the works must carry the name of Quality Scotland Foundation and/or EFQM (whichever is appropriate) together with a copyright notice.

making excellence a national characteristic of scotland copyright © quality scotland foundation...

Documents

quality scotland slide

quality management

members of qs govt crns

history of efqm

sectors iip iip member

sizes of organisation

business improvement

continuous improvement